Customer Success Director (Enterprise)

Clearwater positions open to candidates located in greater Tampa Bay area.

The Customer Success Director (Enterprise) is responsible for taking extreme ownership for driving performance and managing production of the assigned Enterprise Customer Success team. The Customer Success Director (Enterprise) ensures the assigned Customer Success Team is delivering value in terms of product functions and functionalities to the customer, and that they are going above and beyond to forge a sustainable relationship with the customer’s organization. The Customer Success Director (Enterprise) leads the assigned CSM team by establishing and encouraging the desired behaviors they need to be successful in their role, and also by solidifying and recommending processes to support those behaviors.

Responsibilities:

• Communicate effectively with your Enterprise CSMs to ensure that all policies and procedures are well understood
• Work closely with VP Customer Success  to develop and manage personal success plans for Enterprise CSMs that are underperforming and need improvement 
• Take extreme ownership in developing a high performing Enterprise Customer Success team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
• Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions
• Track, manage, and ensure that your Enterprise Customer Success team is delivering value, results and outcomes that align to customer objectives
• Track, manage and ensure that your Enterprise Customer Success team is delivering exceptional customer experiences
• Track, manage and ensure that the prescribed customer journey and engagement model for Enterprise customers is seamlessly and consistently adhered to
• Develop and groom strong customer advocates  
• Serve as a management escalation point for customer issues and assist Enterprise CSMs with tags 
• Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
• Develop and manage OKRs
• Enforce impeccable administration of accounts in the Company’s CRM
• From a consultative approach, develop a strategy and plan for  achieving customer objectives
• Assist team with escalations for technical support
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Qualifications:

• Associate’s Degree or equivalent work experience and education preferred 
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• 2+ years managing Enterprise customers within a SaaS subscription model
• 1+ years working with channel partners
• Previous management experience 
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience delivering customer value, outcomes and results that align with customer objectives
• Experience delivering exceptional customer experiences
• Strong empathy for customers and passion for driving growth
• Basic understanding of financial and operational levers in a SaaS recurring revenue business model
• Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
• Demonstrated ability to drive exceptional customer experiences
• Analytics, process-oriented mindset
• Strong verbal and written communications
• Excellent time management, prioritization and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to build rapport with customers via phone, email and video conferencing
• Strong critical thinking skills
• High energy with ability to inspire and motivate teams to exceed targets
• Ability to manage and build high performing teams
• Self-motivated with ability to work with minimal supervision